Account suspended - Fraudulent Credit Card

Dear All,

We had our account suspended due credit card problems some months ago.

As informed by Mariana Alves in her contact on february 27, we had a problem with our credit card and after a few attempts to solve the problems we didn´t get our access restored.

We are in a ISO auditing process and we need to show them some informations from the jotforms platform. Is it possible to download our stored data?

Best Regards,

Rodrigo Garcia

Hi Rodrigo,

Thanks for reaching out to Jotform Support. I understand how frustrating this is for you, and I’ll do my best to help you. I have checked the previous conversation with the team and I can see your account was suspended because there was a dispute opened from your bank on the last transaction. You'll need to release the dispute by contacting the bank so we can reactivate the account.

If the dispute has been removed, can you share a proof that the dispute was released? Can you take a reference screenshot and send it to us? We’ve got a guide here that’ll show you how to do that.

Once the account is activated, you can easily download the submissions as Excel, PDF or CSV.

Once we hear back from you, we'll be able to move forward with this.

Hi Arslan,

Thanks for your quickly feedback.

I just spoke to our bank and the debit is still not allowed. Due to the deadline, they can no longer do this. Therefore, we need to find another way to solve it.

Due to this situation we decided not to proceed with the renewal of the Gold Package, preferring to opt for the Silver Package. Can I use another credit card to pay and clear our account?

Regards,

Rodrigo Garcia

Hi Rodrigo,

Thanks for getting back to us. I have forwarded your details to the Billing team. We'll get back to you as soon as we have an update.

Reach out again if you have any other questions.

Hi Rodrigo,

Thanks for waiting. Our team has reviewed and re-activated your account. You can now upgrade your account under Account Settings. Let me show you how you can upgrade your Plan:

1. On your My Forms page, hover your mouse over your Avatar/Profile on the top-right side of the page.

2. In the menu that comes up, click on Settings.

3. In the menu on the left side of the page, click on Billing, and then click on Change Plan.

4. Scroll down and click on Upgrade under the Plan.

5. Enter additional information on a pop-up window to upgrade the plan.

Reach out again if you have any other questions.